Service Delivery Analyst

Service Delivery Analyst

Vacancy expired!

Position Type :
Full time
Type Of Hire :
Experienced (relevant combo of work and education)
Education Desired :
Associate's Degree
Travel Percentage :
0%

Job Description

Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the team:

The GTSC EMEA team is responsible for providing world class support to our clients. Focusing on our Merchant Solutions clients and operating under the 'Worldpay by FIS' brand. We actively work production outages and processing errors, while closely working with the relationship management team to ensure customer testing and configuration issues are escalated to the appropriate team.

What you will be doing:

• Provides customer support by phone and email to business customers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to proper Product Support Team.
• Monitoring various system tools/alerts (Splunk, IBM Netcool, ServiceNow) and follow established processes for monitoring and escalating.
• Troubleshoots customer problems, identifies the root cause of the problem and uses tools and resources appropriately to determine how to resolve customer problems.
• When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.
• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
• Updates customer information and ensures accurate entry of contact information.
• Help verify and maintain process documentation so the whole team is following the same process.
• Meets standards of job, such as quality standards, adherence to schedule and average handle time.
• May provide guidance and/or mentoring to less experienced associates.
• Follows escalation procedures, when appropriate, to resolve incidents, problems or known errors in a timely manner.
• Other related duties assigned as needed.

What you bring:

• Associate's degree or Bachelor's degree or the equivalent of education, training or work experience.
• Performs discrete tasks working under close to moderate supervision with limited latitude for independent judgement and the ability to overcome minor obstacles while communicating problem areas to others.
• Consults with senior peers with goal of continually building knowledge/experience while minimizing any risk. This role is focused on learning to apply standards, developing an understanding of the business, and advancing personal professional growth through certifications and tailored goal setting.
• Typically requires up to three years of experience in service delivery or related discipline.

Added bonus if you have:

• Experience with Service Now

What we offer you

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A competitive salary and benefits
• A variety of career development tools, resources and opportunities
• The chance to work on some of the most challenging, relevant issues in financial services & technology
• A work environment built on collaboration, flexibility and respect

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Vaccination Requirements

Notice to all US applicants: All employees must be fully vaccinated against COVID-19. Individuals with a disability (including a medical condition) or sincerely held religious beliefs or practices that prevent them from getting the vaccine may request an exemption from the vaccine requirement.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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